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der to either persuade customers to get in your business or simply give them support
to keep their business with you. This skill is very vital for an employee.

3. How will you improve probing skills?

Sample answer:
By constant practice, we will be able to increase competency in probing or asking
questions. Knowing and understanding the problem may lead us to the right ques-
tions. We have to keep and practice active listening to avoid repetitive questions.

1. You are a sales representative of a Notebook. You’re customer’s product
needs assistance. You need to identify his warranty to provide accurate so-
lution.

Sample answer:
Good morning, I would like to help you out with your issue. Let me go ahead and check
this for you, but I will be needing some information. May I ask when did you purchase
the product? I am asking this because it’s showing in my system that it was purchased
five years ago. Am I correct? Since this is the case, we can’t provide phone assistance.
I would suggest you to purchase another notebook. By the way, what specifications
would you want in a notebook? We have a wide variety of notebooks that might be
suited or customized according to your need. How does that sound? I could help you
choose what’s best for you according to your taste. We have several brands and series
to choose from,Sir. What can you say about that?

2. You are a supervisor. There is a customer complaining for poor service. As
a supervisor, you have to document the call and check on the details of the
concern.

Sample answer:
I’m really sorry for the inconvenience. I would like to solve this issue and report it ac-
curately. I would be needing your help to complete the complaint and feedback pro-
cess. I will be asking series of questions, which are vital for the process. Can you recall
the date of the transaction? This is important, so we can narrow down our search for
possible data and recording that might support this complaint. By the way, do you
remember the name of the last person who assisted you? Could you give me a gist
as well of what happened. I will be documenting the call and write on the report the
things we’ve talked about. Do you still have the receipt with you , Madam? I’m sorry to
keep you answering all my questions but these are precisely important for the fastest
result of your case. Could you please one by one, in a slow but clear voice, illustrate to
me the whole problem? I’m still having you recorded, Madam.

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